Complaints

This profile includes complaints for Reservations.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Reservations.com

  390 N Orange Ave STE 1605 Orlando, FL 32801-1675

• 

  Reservations.com

  85 Broad St # 29-106 New York, NY 10004-2434

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a room off the website and they charged my card right away. Went to the hotel a few days later and it wasn't any good. Used a different card to stay the night. Called Reservations.com the following week and I get a different excuse why they haven't refunded me every week for a month now. Last week was told they were waiting to hear back from the comfort inn I stayed at. So I called comfort in and found out they have no records of reservation. Com trying to contact them about this. Got a case number and conformation number from comfort inn so reservations .Com could handle this with them and when I called reservations .Com back about it I got a different guy telling me my money would be put back on my card by March 29th. It's now April 3rd and no money so I called back and was told today to file a complaint in their email. Also last week they told me to give them my ****** account and they would refund me that way. I don't have a ****** account and I am not giving them more of my information.

  Business Response

  Date: 04/03/2025

  We are unable to locate the customers reservation with the information provided. We have emailed the customer directly regarding additional information.
  
  Please respond to the email directly so that we may further assist.
  
  

  Business Response

  Date: 04/04/2025

  We have contacted the hotel directly, and were able to confirm that the hotel has charged the customer for the room and taxes upon arrival.

  We have asked the hotel charge Reservations.com and refund the customer directly. All refunds can take up to 7-10 business days to reflect back onto the card used during the time of check-in. For any additional details regarding a refund, we advise contacting the hotel. For any questions regarding processing and follow up, we advise contacting your financial institution. 

  Reservations.com has refunded the service fee to the customer as a courtesy for the inconvenience they have experienced upon check-in. All refunds can take up to 7-10 business days and will reflect back onto the customer's card used during the time of booking.  With this information, we advise that the customer contact their financial institution with questions regarding processing and follow up. 

   

  We have marked this case "closed"

  Business Response

  Date: 04/07/2025

  We have contacted the Comfort Inn and were able to confirm with ***** at the Front Desk, that the reservation was fully utilized, and upon check-in the guest has requested for the name on the reservation to be changed to: "***** *********". Please note, we have confirmed that the reservation was fully utilized, and due to the cancellation policy that was agreed upon during the time of booking, the hotel has denied our request for a full refund.
  
  As a courtesy, we have refunded the $49.54 Service fee back to the card used during the time of booking. This was a refund on behalf of Reservations.com and not the hotel. Please be assured that your refund has been completed and will be credited back to the card used at purchase. Refunds could take up to 7-10 business days depending on the customer's financial institution. With this information, we advise that the customer contact their financial institution.

   

  We have marked this case "closed"

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 26th March I made an online booking on what I thought was the ******************** website. I clicked on a room rate offer of 183(GBP) and it went through to a payments page. I entered my **** card details and the reservation was made saying I would get a confirmatory email. When this email arrived I found that the supplier was actually a US based reservation website ********************** and they had added a service charge of $126.44. I tried to call the number provided on the email but was left on permanent hold. I have emailed them 3 times with no response to try to cancel the reservation on the grounds of the exorbitant service charge but with no reply. The reservation number is #R5540164358

  Business Response

  Date: 03/31/2025

  The customer has informed through the ********************** that the reservation was booked with Reservation Center and not Reservations.com

   

  We have reviewed this information, and have concluded that the customer has booked their reservation with Reservation Center and not Reservations.com. We have emailed the customer directly with the contact information to Reservation Center. Please note, we do not have the ability to further assist the customer due to privacy reasons between Reservation Center and the customer.
  
  
  We have marked this case closed
  
  

  Customer Answer

  Date: 03/31/2025

  Would it be possible for you to forward a link so I can transfer this complaint to **********************?  Many thanks

  **** Sutton 

  Customer Answer

  Date: 04/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** is valid as the website I booked on was ********************** 
  And not reservations.com
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I made a reservation on 2/26/25 for a hotel (The Inn at ******) for 2 nights, June *****, 2025. The purpose of our trip was meet with friends and spread the ashes of a dear friend who recently died. I went to the Hotel's website, but was unknowingly sent to Reservations.com. The charged me upfront for the 2 nights ($536.14) as well as a "Refund Protection Plan" for $47.63. On approximately 3/29/25, we found out the the original plan had to be changed because the son of our deceased friend could not make it June *****, 2025. So, I contacted the hotel to change our reservation and found out at that time what had happened. They could not help me, but said I needed to deal directly with Reservations.com. I called them on the 866 number provided and found out that there was no refund available, nor could I change me reservation dates. They said I could only proceed by just starting over when a new reservation and pay all over again. The did offer me the option of paying another cancellation fee of $254.89 and then, in 2-3 billing cycles I would get my full refund of $536.14. So, I thought...well that's better than nothing so I proceeded. But, when they tried to charge my **** card for this "cancellation fee" of $254.89, my card REJECTED the charge 2 times. That's when I became even more concerned, so I hung up and DID NOT complete that transaction. At that point, agent became very rude and impatient with me...just confirming my concerns that this is a *******, at this point, I have paid $536.14 and $47.63 for a total of $583.77. I would like to know if there is any way to get help with this and get any refund? Thank you so much for your help in this matter. I honestly cannot believe companies can do this type of business, by unknowingly hijacking innocent people when trying to make hotel reservations.

  Business Response

  Date: 03/31/2025

  We have reviewed this information, and have concluded that the customer has booked their reservation with HotelPlanner and not Reservations.com. We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.
  
  
  We have marked this case closed
  
  

  Customer Answer

  Date: 03/31/2025

  Update: On 3/31/25, I received an email from Reservations.com that they did not make this reservation for me.  That's amazing, since I spoke to Reservations.com on 3/29/25 and they confirmed they had my reservation and it was non-refundable (see original complaint for details).  They said my reservation had been made through **************** at **************.  So, I called Hotel Planner and asked about a refund and they told me it was non-refundable and there was nothing they could do.  I then asked if my travel dates changed if I could keep the reservation and simple change the dates, but they said that not possible either.  They did not offer any assistance whatsoever.  Hotel Planner must also be a scam and must work in conjunction with Reservations.com to take advantage of unknowing customers.  They are dishonest and continual tell lies. I would like for BBB to pursue a refund for my $536.14.  Thank you. **** ******

  Business Response

  Date: 05/15/2025

  As mentioned in our previous response: We have reviewed this information, and have concluded that the customer has booked their reservation with HotelPlanner and not Reservations.com. We have emailed the customer directly with the contact information to HotelPlanner. Please note, we do not have the ability to further assist the customer due to privacy reasons between HotelPlanner and the customer.
  
  
  We have marked this case closed

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel stay at *********** by ********************* for April 16/19 2025. The price for the hotel room was the same as the actual hotel's website and I was booking with other people booking the same hotel. When I hit the confirm button on the dates and type of room there was no clear indication that I was booking the room through a third-party website, reservations.com. I did not learn of this till after I received my confirmation that it was in USD. I called the customer support as soon as I read the confirmation email to cancel, however, they told me there is no refund or credit if I cancel. We no longer need the hotel room because my son's hockey team did not qualify for the weekend tournament. *********** I have reached out to Reservations.com twice in the hopes that understand that I was directed to a third-party website and booked in error with them, in the hopes they they can refund this misleading and predatory purchase. However they told me NO! So I have paid in two separate ********, from 2 different companies of $622.16 and $103.66 on different days for this booking. I am a Canadian trying to book a ************** that I could cancel if my son's team did not make it. If they had made it I would not be cancelling.

  Business Response

  Date: 03/28/2025

  We have emailed the customer directly regarding a cancellation and refund. Please respond to the email directly so that we may further assist.

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/28/2025

  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto your account depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up.

   

  We have marked this case "closed"

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked the ***************** at *********** for Mar 4-5, 2025 and Mar 5-6, 2025. These were separate bookings, both make the same day (Feb. 18). About a week before my trip (approximately Feb. 26 or 27), I wanted to upgrade my room from a king bed to a double queen since my son decided to come with me. I called ReservationDesk to see if I could make this change, and they said I needed to call the hotel.When I called the hotel, they said they only had one reservation for me on March 4-5, and that the second one on March 5-6 was canceled. I did NOT cancel the second night. I called ReservationDesk back the same day, and they said they were still showing the two dates as valid. I told them that the hotel was saying otherwise. ReservationDesk said someone would call me back in 5-10 business days. I asked to speak to someone above this person I was talking to (i.e., a manager), and they either hung up on me or the phone disconnected right then.The 5-10 business day window coincided with my trip. Since I did not have a second reservation, I did not stay that second night. I cut my trip short by one day because of this ******** is now Mar 27, 2025, about a month later. No one from ReservationDesk ever called me within 5-10 days, or at all. I got an email from ReservationDesk on Mar 14 and Mar 26. Both emails were identical, and both stated that my investigation was still pending.I disputed this issue with my bank on Mar 26, and this morning (Mar 27), I got an email from ReservationDesk denying my claim. This may be because I disputed the charge for the second night with my bank. I have waited a month though, with no resolution.I did not stay that second night (Mar 5-6) because I did not have a reservation. I paid $231 for the 2nd night, but I had to either cut the trip short or pay over $200 again for the second night. I checked out at 9:30am on Mar-5 and at no time used any part of that second night, nor did I cancel this reservation.

  Business Response

  Date: 03/27/2025

  We have reviewed this information, and have concluded that the customer has booked their reservation with Reservation Desk and not Reservations.com. We have emailed the customer directly with the contact information to Reservation Desk. Please note, we do not have the ability to further assist the customer due to privacy reasons between Reservation Desk and the customer.
  
  
  We have marked this case closed
  
  

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel stay in ************* for april ***** 2025. The price for the hotel room was the same as the actual hotels website and there was no clear indication that on reservations.com, the price would be in USD. I asked to have my room cancelled so that I could rebook it through the hotel's website directly instead. Reservations.com has informed me that they have cancelled my room but they are unable to offer me a refund since I booked a non- cancellable room. I don't understand how they can cancel it, but not issue a refund or now just reinstate the room for me.March 24,for what i thought would be 250$ CAD but turned out to be 350$ since it was in **. I have reached out to the Reservations.com within 48 hours of the order directly to see if they can refund this misleading and predatory purchase. So I have now paid $1128.96 Canadian dollars and I I probably have no place to stay. I have gone back and forth with reservations.com and I am not getting any resolutions. This seems to be their entire business. Based on all other complaints, this is exactly how they make their money.

  Business Response

  Date: 03/27/2025

  We have emailed the customer directly regarding further instructions.

  
  Please note, we have asked the customer for the explicit permission if they wish to cancel the reservation entirely for a full refund. Or if the customer wishes to obtain a refund for the difference in price currency. We have asked the customer to provide information showing the currency charges by Reservations.com for verification so that we may provide a refund for the difference. 

  
  Once we have received the requested information from the customer, we will then proceed with our assistance. 

  
  Please note, in order to proceed with our assistance, we will need the requested information to further proceed. 

  
  
  We await the customer's response
  

  
  

  Business Response

  Date: 03/27/2025

  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto your account depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up. 

   

  We have marked this case "closed"

  Business Response

  Date: 03/27/2025

  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto your account depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up. 

   

  We have marked this case "closed"

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****-*******

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made hotel reservations in December for a two night stay March 28 - 30. While I realized that the price I was charged was higher than advertised prices, I was happy to secure the reservation. These charges were made on my **** card: 12/26/2024 $60.11 to www.reservations.com and 12/28/2024 a $417.86 charge to Hotelreservation www.hotelbeds DE. I received a "You're all set!" email from reservations.com which included a Booking Status: CONFIRMED, Reservation Number : R1960511270 and an Itinerary Number: *************. I called the hotel directly to confirm my upcoming reservation today and was told there is NO reservation under my name. ****** checked a second time for me and no reservation at all. When I called *************** to cancel my reservation with them because there was NO reservation at the actual hotel, I was told their policy is not to refund my money. Nor was there any explanation, or an attempt to explain, why there was no reservation for me at the hotel they charged me $477.97 to make. Thank you for any assistance you can provide.

  Business Response

  Date: 03/27/2025

  We have emailed the customer directly regarding a cancellation and refund. Please respond to the email directly so that we may further assist.

  Business Response

  Date: 03/27/2025

  The hotel has denied our request for a refund as they will stand by the Non-refundable cancellation policy that was agreed upon during the time of booking.

  As a courtesy, Reservations.com has offered a full refund via ******. We have emailed the customer regarding these details, and ask that ask that the customer respond to email directly so that we may further proceed to issue a refund to the customer.

   

  We await for the customer's response for further assistance. 

  Business Response

  Date: 03/28/2025

  We have notified the customer once again, that the hotel has denied our requested for a refund, and will stand by the cancellation policy that was agreed upon by the customer during the time of booking. At this time, due to this information, we are unable to issue a refund back to the card used during the time of booking.

  We have emailed the customer confirming that ********************** will offer a refund via ****** as this will be a refund on behalf of Reservations.com and not the hotel. At this time, we are offering the customer a refund via *******

   

  Please respond to the email directly so that we may further proceed with a refund.

   

  We await the customer's response.

  Customer Answer

  Date: 04/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. UNLESS CHASE **** IS UNABLE TO RESOLVE THE REFUND TO THE CREDIT CARD ON WHICH THE RESERVATION WAS MADE.

  Thank you
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/26/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a room. The price was listed in Canadian dollars, but my bank statement showed that the transaction was in US dollars. The attached photo is the documentation.

  Business Response

  Date: 03/26/2025

  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto your account depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up. 

   

  We have marked this case "closed"

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel stay through Reservations.com The website showed discounted rates for a stay at the **************** in **********************. When I went to pay the amount was the same. The morning I checked my email and received confirmation of multiple additional charges as well as the entire fees in USD not CDN which was not indicated at time of booking.Within 12 hours of booking I called to request a refund based on faulty information on the website. They stated to process my request they would cancel my booking at the **********A week went by and I finally heard that they would not process my refund. I asked why and they stated it was because of hotel penalties. I called the Algonquin and spoke to the bookings manager who stated this was all too common and he would provide me with documentation stating they would not charge penalties or anything for the booking. I sent this to the customer service email in the same thread I had been using. I then only received repetitive, exact same wording emails stating because of the hotel policy and penalties that reservations.com still had to pay for the booking which is completely false. I have now lost over $600 CDN for a one night stay at a hotel based on fault advertising and completely unethical business practices. This company is now keeping my money and has cancelled my booking. Its unprofessional and fraudulent.

  Business Response

  Date: 03/26/2025

  We have escalated this case to our billing team regarding a cancellation and refund. 

  Once our team has provided us with a resolution regarding a refund, we will notify the customer and the ********************** immediately.

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23117643
  
  I would like to keep this case file open until I have a formal resolution that is also provided to the BBB as the response that has been submitted in the provided communication is the same response I have been getting for 10+ days from them.

   

  I appreciate your efforts! Thank you! 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/01/2025

  We have escalated this case to our billing team regarding a cancellation and refund. 

  
  We understand the severity, and assure you that our team is working diligently to resolve this case as soon as possible. Once our team has provided us with a resolution regarding a refund.  we will notify the customer and the ********************** immediately.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23117643
  
  I am rejecting this response because:

  I would like to wait for a resolution as the response so far is still that they are looking into it and a refund has yet to be given. 
  I would also like to make note that the hotel has emailed reservations.com again to confirm they will not be charging anything if a refund is given. This is the reason the reservations stated they would not provide a refund. They stated if the hotel confirmed nothing would be charged they would provide me with a refund. No refund has been given as of todays date.

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 04/07/2025

  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto your account depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up.

   

  We have marked this case "closed"

  Business Response

  Date: 04/09/2025

  
  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto your account depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up.
  
   
  
  We have marked this case "closed"

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel thinking it was through the actual hotel only to find out it was through ***************. I know... I'm an idiot. They then contacted me saying to confirm my confirmation I need to pay another fee... I said I wanted to cancel and they sent me to a dead end robo call site. I called again trying to cancel and they kept giving me the run around.

  Business Response

  Date: 03/25/2025

  We have emailed the customer directly regarding a cancellation and refund. Please respond to the email directly so that we may further assist.

  Business Response

  Date: 03/25/2025

  All charges held by Reservations.com have been fully refunded and can take up to 7-10 business days to reflect back onto your account depending on your financial institution. With this information, we advise contacting your financial institution with questions regarding processing and follow up

   

  We have marked this case "closed"